Bitdefender
Support Center

Business Support
Bitdefender’s certified representatives provide business customers with support via online services, e-mail or phone. Guided by customer care standards, our committed team of experts is trained in depth on Bitdefender’s solutions and third-party technologies in order to be responsive to your immediate needs.

Professional Services
Bitdefender Business Support brings added value to our solutions by providing professional services for business end-users and partners. The professional services include solution training and technical consulting to enable organizations to maximize their protection levels against the latest business security threats. These services ensure that your Bitdefender solutions are deployed according to the organization specific needs.

Product Updates
For continuous protection, Bitdefender Business Solutions receive the latest malware and solution updates on a regular basis. Registered users benefit from free upgrades to any new version of the solution during the license period, and special price offers are also available for renewals.

Support Methods
Please use the Bitdefender’s extensive Knowledge base as the primary support method. The Knowledge base articles are organized by solutions, so you can easily find articles related to your Bitdefender solution. For some topics you can find video tutorials to guide you through, while other topics include detailed step-by-step instructions. If none of the Knowledge Base articles answers your specific situation, other support methods are listed to contact the Bitdefender’s support team. As secondary support method for topics that are not listed in the Knowledge base, a Support Request form is available. When contacting support or reporting issues by using the form, please select first the solution and you will have appropriate information fields available to submit detailed log files as part of the support request. Please note that contacting us via phone you will be prompted to first login to your Bitdefender Account. To post on Bitdefender’s forum you will need to create a forum account.

BITDEFENDER END OF LIFE POLICY STATEMENT

Bitdefender is committed to delivering innovative, effective security solutions to our customers. As technologies and threats evolve, Bitdefender continues to proactively develop and shape its solution set. The resulting new solutions and feature modifications often lead to a need for discontinuing older software revisions as well as products. Bitdefender’s End of Life (EOL) process of discontinuation is described below.

EOL ANNOUNCEMENT PERIOD

Bitdefender will continue to support any product or version that has been announced for EOL for 6 calendar months, after the End-of-Sale date.

Major Releases

Support for Bitdefender products is provided for the currently shipping major version, plus Service Releases, for 6 months after the End-of-Sale date.

Bitdefender support includes:

• Telephone support
• E-mail support
• Web-based Knowledge Base access
• Software enhancements & updates
• Maintenance engineering for critical issues

Service Releases

Service releases are produced for current Bitdefender major product releases. Since this is an update to a major product, the update itself does not have a separate EOL period. Once a new update is posted, it will immediately displace the previous download.

Bitdefender intends, but does not guarantee, to release one major version of each product per year. An example of major releases of Bitdefender products would be version or dot releases i.e. Bitdefender Total Security 2011 or Bitdefender Client Security 3.0.

Once EOL has been announced on a major product family, Bitdefender will provide Support and product updates for a subsequent 6 calendar months after the End-of-Sale date.

See Bitdefender Product Support Matrix for more details.

BITDEFENDER PRODUCT SUPPORT MATRIX

Bitdefender is committed to delivering innovative, effective security solutions to our customers. As technologies and threats evolve, Bitdefender continues to proactively develop and shape its solution set. The resulting new solutions and feature modifications often lead to a need for discontinuing older software revisions as well as products.

Current Version (as migration path whenever available) and all currently supported products are listed below with EOL Dates announced as of October 2010.

EOL Product Version	Product End of Sale	Product End of Life	Migration Path
Bitdefender Enterprise Manager 2.6	November 30, 2010	May 30, 2011	Bitdefender Client Security 3.5
Bitdefender Security for File Servers 2.0 and 2.4	November 30, 2010	May 30, 2011	Bitdefender Security for File Servers 3.5
Bitdefender Security for SharePoint 2.0 (for 2003 version)	November 30, 2010	May 30, 2011	Bitdefender Security for SharePoint 3.5 (for 2007 version) / 2.4 (for 2003 version)
Bitdefender Security for Mail Servers 2.0 and 2.4	November 30, 2010	May 30, 2011	Bitdefender Security for Mail Servers 3.5 (Windows)
Bitdefender Security for Exchange 2.0 and 2.4 (for 5.5 / 2000 / 2003 versions) Bitdefender Security for Exchange 3.x (for 2000 version)	November 30, 2010	May 30, 2011 Aug 30, 2011	Bitdefender Security for Exchange 3.5 (for 2010 / 2007 / 2003 versions)
Bitdefender Security for ISA Servers 2.4	June 29, 2012	December 31, 2012	To be communicated

Once EOL has been announced on a major product family, Bitdefender will provide Support and product updates for a subsequent 6 calendar months after the End-of-Sale date.

See Bitdefender End of Life Policy Statement for more details.

BITDEFENDER PRODUCT SUPPORT MATRIX

Bitdefender is committed to delivering innovative, effective security solutions to our customers. As technologies and threats evolve, Bitdefender continues to proactively develop and shape its solution set. The resulting new solutions and feature modifications often lead to a need for discontinuing older software revisions as well as products. Bitdefender’s End of Life (EOL) process of discontinuation is described below.

Current Version (as migration path whenever available) and all currently supported products are listed below with EOL Dates announced as of December 2010.

Bitdefender Product Support Matrix (as of December 2010)

EOL Product Version	Product End of Sale	Product End of Support End of Life	Migration Path
Bitdefender Antivirus v10 for Windows 98/Me	March 30, 2011	September 30, 2011	None
Bitdefender Antivirus 2008	Dec 30, 2010	March 30, 2011	Bitdefender Antivirus Pro 2011
Bitdefender Internet Security 2008	Dec 30, 2010	March 30, 2011	Bitdefender Internet Security 2011
Bitdefender Total Security 2008	Dec 30, 2010	March 30, 2011	Bitdefender Total Security 2011
Bitdefender Antivirus 2009	Dec 30, 2010	March 30, 2011	Bitdefender Antivirus Pro 2011
Bitdefender Internet Security 2009	Dec 30, 2010	March 30, 2011	Bitdefender Antivirus Pro 2011
Bitdefender Total Security 2009	Dec 30, 2010	March 30, 2011	Bitdefender Antivirus Pro 2011
Bitdefender Antivirus 2010	Dec 30, 2010	March 30, 2011	Bitdefender Antivirus Pro 2011
Bitdefender Internet Security 2010	Dec 30, 2010	March 30, 2011	Bitdefender Bitdefender Internet Security 2011
Bitdefender Total Security 2010	Dec 30, 2010	March 30, 2011	Bitdefender Total Security 2011
Bitdefender Game Safe	Dec 30, 2010	March 30, 2011	Bitdefender Internet Security 2011
Bitdefender Mobile Security v2	Dec 30, 2010	March 30, 2011	Bitdefender for Mobiles v3
Bitdefender Free Edition 2008	Dec 30, 2010	March 30, 2011	Bitdefender Free Edition 2009
Bitdefender Chat Encryption	Dec 30, 2010	March 30, 2011	None

Bitdefender End of Life Policy Statement

Bitdefender is committed to delivering innovative, effective security solutions to our customers. As technologies and threats evolve, Bitdefender continues to proactively develop and shape its solution set. The resulting new solutions and feature modifications often lead to a need for discontinuing older software revisions as well as products. Bitdefender’s End of Life (EOL) process of discontinuation is described below.

EOL Announcement Period

Effective December 30, 2010 this serves a notice to our resellers and partners that Bitdefender intends to begin the EOL process for the products listed below.

The official EOL for the cited products will commence on March 30, 2011. Customers and partners will have until March 30, 2011 to order the versions of products intended for EOL.

Given the age of these products, Bitdefender will continue to support any product or version that has been announced for EOL for 6 calendar months, after the End-of-Sale date.

Bitdefender Product Release Support

Major Product Support

Support for Bitdefender products is provided for the currently shipping major version, plus Service Releases, for 6 months. Bitdefender support includes:

• Telephone support
• E-mail support
• Chat support
• Web-based Knowledge Base access
• Software enhancements & updates
• Maintenance engineering for critical issues

Product Service Releases

Service releases are produced for current Bitdefender major product releases. Since this is an update to a major product, the update itself does not have a separate EOL period. Once a new update is posted, it will immediately displace the previous download.

Bitdefender intends, but does not guarantee, to release one major version of each product per year. An example of major releases of Bitdefender products would be version or dot releases i.e. Bitdefender Antivirus 2011 or Bitdefender Client Security, version 2.0.

Once EOL has been announced on a major product family, Bitdefender will provide Support and product updates for a subsequent 6 month period. See Bitdefender Product Support Matrix for more details.